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Our membership team retains accreditation of the Customer Service Excellence Standard (CSE), a recognised independent benchmark of excellent customer service.
We want our members to receive a better level of service than they would receive elsewhere. To achieve this, our membership team sets stringent performance targets and regularly surveys members to see how our service is being received. The feedback we obtain guides improvements to our service.
Members are asked to rate from zero to 10, where zero is not at all satisfied and 10 is extremely satisfied. Our target for our overall score is eight or above.
Here's a selection of some of the comments we received via our survey:
"Always been helpful and prompt. Good guidance and available when needed."
"Very helpful and sorted my issue regarding membership out very quickly and with ease."
"Listens carefully. Explains well. Welcoming attitude. Very patient. Excellent service."
"I have always found your staff approachable and helpful."
"Good, efficient and fair service. Good access to telephone staff who were knowledgeable and helpful, sorting the issue in one call. Excellent."
Over the past 12 months, only 0.10% of all phone, letter and email enquiries received by the membership team resulted in a complaint.
When measuring quality, we take into account many factors such as: